Attend the most popular management certification program in the call center
industry. The curriculum focuses on comprehensive skills and knowledge necessary
to manage a small, midsize, new, or challenged center. Course content covers
tactical management responsibilities, from the most fundamental tasks of
hiring, training, coaching, maintaining morale, forecasting, scheduling,
and using performance metrics; all the way through quality assurance, cost
management, strategy, leadership and more.

Each participant is put through the paces in this hands-on course, with
self-assurance and confidence-building as instructional objectives. Hands-on
tools, software, a forms library, benchmarks, and action plans used in class
are packaged up for the participant to take back to the office so that newly
learned skills and methods can be immediately applied.

What You Will Learn

Participants will learn:

To assess the current state of their call center

Key metrics and the relationship between metrics

The scorecard approach for monitoring key metrics and reporting results to
upper management

How to create effective Service Level Agreements with customers

How to create effective Operating Level Agreements with internal staff and
groups

Best practices for call center technologies

How to create a business case to justify staffing needs to upper management

Best practices for forecasting call volume, call work load, and scheduling
staff

How to use Erlang formulas and workforce management tools to calculate the
staffing needed to meet service level commitments

How to create a call center Standard Operating Procedures manual that includes
best practices for call handling, documentation and customer service

How to establish a training budget and training plans for new hires, mentoring,
and on-going training

Guidelines for facilitating effective training meetings

Keys to building a successful motivation and retention plan

How to establish quality monitoring requirements

How to build monitoring forms

How to conduct a successful coaching conversation

How to facilitate an effective meeting with staff and agents

How to build a road map for implementing performance improvement and process
improvement projects

3 days of instructor led training, with activities, discussion, and practical
application of new skills

Student course manual and call center management reference

CD containing tools, templates, and software used in class

Post-course instructor coaching and email support

Who Should Participate

The RCCSP Call Center Manager Certification training course is ideal
for professionals transferred into the call center from other departments
and new and experienced contact center managers who wish to improve their
skills and earn an internationally recognized certification, including:

Contact center, help desk, and support center managers

Business professionals being transferred to the call center

Professionals responsible for improving or re-organizing an existing center

Attendees should possess a basic understanding of what a call center is,
how calls flow into a center, and basic call center terminology. Course materials
are in English, and attendees must possess a high level of English fluency.

Agenda

Day 1

Chapter 1 - Introduction and Call Center Assessment

Introductions and overview of the CCMC course

Goals and learning objectives for the CCMC course

Perform a current assessment of your call center

Perform a call center SWOT analysis

Define a call center vision statement

Identify and document near-term strategies for your call center

Day 2

Chapter 2 - Metrics and Key Performance Indicators

Assess your current use of Key Performance Indicators

Understand the importance difference between metrics and Key Performance
Indicators

How to classify metrics for a performance management scorecard

Understand each of the top call center metrics and performance indicators

The Certified Call Center Manager (CCCM) certification is officially recognized
by the RCCSP Professional Education Alliance and its members. This
is an internationally-recognized certification.

The certification process consists of three parts:

Class attendance

Achieving a passing score on the online certification exam

Completion of a certification project

Demonstration of Learned Skills: Participants will complete a three-day
instructor-led training course, where they will participate in hands-on learning
and group exercises and demonstrate competencies under the observation of
a Certified RCCSP instructor. Upon successful completion of the course,
an online login and password will be sent by email with instructions for
accessing the knowledge-assessment certification exam.

Certification Exam: After the course, participants will have four
weeks in which to take the online knowledge assessment exam. The certification
exam is comprised of 75 questions and candidates are given 90 minutes to
complete the exam. Candidates must achieve at least an 80% score in order
to obtain certification.

Certification Project: To be completed within 6 months of completing
the course.

Participants will be given a list of project topics and will submit their
topic for approval within two weeks of completing the certification exam.

Topics will include items covered in the certification class such as creating
and implementing:

A call center Service Level Agreement

A marketing plan

A metrics report using a balanced scorecard approach

A coaching discussion planner

A staffing or hiring business case

A quality monitoring form or calibration process

A call center team skills gap analysis

A customer satisfaction survey

Quality monitoring standard operating procedure manual

Agent standard operating procedures manual

And many other options

To increase the likelihood of every participant successfully completing the
certification project, feedback will be provided by the Certification Project
Review Committee for the first four weeks after project submission. The Certified
Call Center Manager CCCM certification will be awarded upon approval and
acceptance of the candidate's completed project.

5-Day Accelerated Boot Camp Option

Want to get more done in less time? The accelerated 5-day
Call Center Management Boot Camp includes all days
of the Call Center Manager Training and Certification, plus one additional
day of hands-on workshop with one-on-one guidance. Over the course
of the 5-day extended workshop, you will:

Assess your center's capabilities in each process area

Take a deeper dive into the call center management areas of greatest interest
to you

Prepare strategic plans for improving your center

Select a work project that will benefit your center

Start work on your project immediately

Get forms, templates, software, and the one-on-one guidance you need, in
the classroom, from RCCSP industry leaders

RCCSP faculty instructors have both call center management and training delivery
expertise. They are certified at the Master Trainer
level for delivery of this course and will adapt the course delivery
to meet the needs of participants' varying levels of experience and differing
call center environments. RCCSP's faculty includes instructors experienced
in non-profit and government contact center environments, in addition to
large and small for-profit environments. Instructors are located throughout
the USA.

Registration Fees

The per student registration fee for this training and certification program
is $3,895 and includes:

Train and certifiy your managers enterprise-wide. Register ten or more
participants from your organization for a Call Center Manager Training
and Certification course for just $2,595 per person, over 33% off the
single registrant price. Team Pricing is subject to available seating
and class size maximums, so please register early.

How to Register Your Team

To take advantage of this incredible savings, enter a quantity of ten or
more in a single registration. Pay by credit card, check, or ACH transfer
at least three weeks prior to the course start date. It is not necessary
to provide names of all the attendees at the time of registration. Subject
to available seating, more participants may be added to your team registration,
later, at the team-discounted price.

Register with confidence online, or call (708) 246-0320 to speak with a registrar
and sign-up your group by phone.

In-house, on-site training offers the added benefits of facilitated team
interaction; a confidential environment where plans, processes, and policies
can be openly discussed; minimized travel costs; and little or no travel
time. For support centers with a number of managers, supervisors, and
team leads, on-site training can maximize your training investment.

Pricing for an on-site course delivered at your location is determined based
on a "Base Fee" for up to four attendees, and a per person fee for each attendee
thereafter. On-site fees are all inclusive:

Base Fee for up to 4 participants - $15,995 includes:

4-day instructor-led training course

All training materials

Includes all instructor's travel and lodging expenses (for onsite
presentations of 18 or less participants, in the continental US)

Certification exam fees and certificates of completion

E-mail and phone support to provide post-course certification project guidance

Additional participants - $1,395 each

Additional travel surcharges will be charged for travel outside of the
continental USA and for seminars scheduled within three weeks, or paid for
within three weeks, of the onsite delivery date.

The customer site must provide suitable meeting space, any desired meals
or refreshments, and the following presentation supplies:

"This course completely covers the range of topics needed to begin a call
center or develop an existing one. The instructor was phenomenal. This class
should be the bar that others need to meet."
-- Nick Qualman, Customer Support Manager, International Allied Systems

"Absolutely fantastic. As a new manager, attending this event made me
feel so much more prepared for my new responsibilities, and I honestly feel
like my managerial skills have jumped ahead by about 4 years. I've already
returned to the manual and tool kit several times since I got back. In
particular, I found the coaching section to be most helpful and the KPI and
Metrics framework really simplified a daunting task for me."
-- Manager of End-User Services, Planned Parenthood Federation of
America

"Excellent. This education could be, for now, the main ROI driver for
my business."
-- President & General Manager, Mundi Networks, Honduras

"The training met all my expectations and more. Materials are very useful
and thorough. RCCSP is very professional and educated. I would attend another
RCCSP training or certification program, because the education provided is
priceless."
-- Linda Lindan, Public Works Customer Service Advocate, City of Bryan,
TX

"Very professional -- impressive! This is honestly the first call center
training course I have taken where the subject matter was taught in a way
that could be applied to our existing call center. EXCELLENT!"
-- Kasey Drake, Manager of Customer Service, Intervet/Schering-Plough
Animal Health

"The course covered everything needed to run an effective call center.
Also, I liked the fact that there was no wasted time. This was well worth
the cost. This course rates higher than most of the courses I have attended.
I wish I could have attended sooner." -- Carresqual Dixon, Department
of the Navy

"The size of the class allowed for great input, and feedback was customized
to each of our needs. Excellent tools and resources were provided. This training
will decrease any confusion about how procedures and tasks should be done."
-- Support Desk Manager, Texas Department of Family Services

"I would rate the course as excellent. I gained a lot of useful information
that I could immediately apply to my call center. The organization has already
realized a return on this investment in education by using several of the
templates on the resource CD." -- Supervisor, Defense Finance and Accounting Service

"The class was great!!! This course will benefit anyone who works in a
call center whether they are a novice or a veteran. Not only did I learn
additional call center lingo, it further equipped me with the necessary tools
to effectively run a call center."
-- Adrienne Daniels, Call Center Supervisor, New York City Employees
Retirement System

"This was a very worthwhile class. As one who manages a call center manager,
this was extremely valuable as a survey course, and it was helpful to get
the perspectives of call center managers that were in the course. I will
be able to use this knowledge to begin to make immediate positive changes."
-- Tim Robison, Senior Vice President, Prison Fellowship Ministry

"I selected the RCCSP Call Center Manager Certification course because
I needed a "One Stop Shop" with all the topics, due to my inability to be
away from the call center for long periods of time. After this class,
I realize how much we have been missing by not looking at all the necessary
data. I learned so much, I cannot wait to start implementing what I
have learned. Excellent."
-- Christy Morris, Director of Operations, Marlowe's Telecommunications

"Excellent. Great instructor, great manual and information provided. Lots
of resource material. RCCSP is specialized, professional, and has qualified
staff and trainers. This was my first experience in terms of call center
training -- but it's the best training experience I've had in my entire
professional career."
-- Melissa Vondrasek, Contact Center Manager, Conney Safety

"Very good study materials. The instructor was on-point and the material
and recommendations provided were relevant to the subject matter. The overall
experience was informative, inspiring and rewarding. Very professional
organization. Very innovative material. Very knowledgeable instructor. I
rate the course as excellent."
-- Benny Dreher, First Call Express Manager, Maryland Automobile Insurance
Fund

"Other call center training courses seem to have been more of a hodge
podge of information, both relative and disconnected from the real topic.
This course was very well planned and outlined. I look forward
to experiencing more of the RCCSP Alliance's classes in the future, particularly
Workforce
Management."
-- Business Analyst, Virtual Hold Technology

"Interesting, educational, and fun. Not a combination you find too
often in the 'seminar' world. Truly the best seminar I have ever attended.
By the way, I was not sponsored by any company. I did this on my own,
and I wouldn't hesitate to do it again."
-- L. Knox, Springfield, VA

"It was an excellent experience, and on a scale of 1 to 10, a 10. RCCSP
is the best career resource I have dealt with so far for call center training.
This will be a big return on our investment."
-- Jamilatou Saidy, Consumer Affairs Officer, Public Utilities Regulatory
Authority, The Gambia

"Thank you so much for this overall learning opportunity, as it certainly
has made a difference in the performance of my center."
-- Manager of Customer Service and Order Management, Oreck Corporation

"As a trainer, a coach, and a courseware writer, I must say this is one
of the best courses I have attended in years. I would attend another
RCCSP course, because of the quality of content and the trainers I've seen
here."
-- Christine Simard, President, Pro Coach Training, Canada

"Compared to other call center training courses, there is a lot of group
interaction and group exercises. The instructor was the best I have
seen of the courses I've attended. The RCCSP Professional Education Alliance
is a valuable asset to any organization dealing with customer service.
Excellent training experience."
-- Supervisory Analyst, Defense Finance and Accounting Services

"The instructors are great and they gave excellent feedback and
suggestions. The class was much more than I expected. Very
personalized. I would definitely recommend it to others."
-- Tumani Burton, Supervisor, Delta Air Lines, Inc.

"It's a great course, something that our company should have taken a long
time ago and something that I will be recommending."
-- Len Hughes, Support Systems Manager, Eastern Municipal Water District

"I would recommend this program because it covers all aspects that are
involved in the operation of a call center. It provides the knowledge base
for a successful operation, and it has personal value to the participants
because of the certification aspect.
-- Arlene Harvey, Customer Care Manager, Oceanic Digital Jamaica

"Knowledge gained from my experience with RCCSP has improved our center's
ability to cope with the demands of the work responsibilities. The
certification and training class met and surpassed my expectations by giving
me the tools to better oversee my operations and a deeper understanding of
why actions in the call center impact the overall water utility operations
in the ways that they do. The positive impacts of the certification
project on our contact center were both economic and operationally
based."
-- David Jacobs, Project Manager, City of Garland Texas Water Utilities

"My initial thought was to verify if the Alliance certification carried
any weight. But, after surfing the web for alternatives, I was referred back
to RCCSP. By far the best!!"
-- Eric Johnson, Associate Call Center Manager, ICF International

"I chose this course based on the content, the exam, and project requirements,
and also to be certified as a 'plus' for our clients. The course is excellent!
Very high ratings from me."
-- Manager of Reservation Operations, Wyndham Jade

"After considering other courses I selected the RCCSP Call Center Manager
Certification because of the project requirement. This is real life working
knowledge. It doesn't get better than that. I am very satisfied
with the training. Wonderful!"
-- Jennifer Williams, Customer Care Manager, 2Checkout.com

"Excellent, well sequenced material presented by a very knowledgeable
expert in the field. We expect to realize a return on this education.
Certification improves our ability to support our business case. It
gives us more credibility and expands our knowledge."
-- Scott Solomon, Business Analyst, Virtual Hold Technology

Public seminar cancellation policy.
Registrants may cancel up to fourteen days in advance of the seminar
start date for a full refund, less administrative fees of $400. Or,
you may transfer your registration to another date or member of your company
at no additional charge. Please notify us as soon as possible. Registrants
cancelling within fourteen days of the seminar will receive credit, less
administrative fees of $400, toward any other Resource Center seminar.

On-site training scheduling and cancellation
policy. On-site training fees must be paid to reserve a training
date. Additional travel surcharges will be charged for travel to training
locations outside of the continental USA and for training courses scheduled
within three weeks, or paid for within three weeks, of the on-site delivery
date.Organizations may cancel up to 21 days in advance of the seminar delivery
date for a full refund, less administrative fees of 25% of the base fee.

If for any reason you are unsatisfied with the training, please notify
the instructor by the end of the first day. If you decide to cancel the remainder
of the training program, the instructor will collect all training materials.
Fees paid, less a prorata one-day on-site training base fee plus any
travel surcharges, will be refunded.

Cancellation by provider. In the unlikely event
that a seminar must be cancelled by seminar provider due to unavoidable
circumstances, you will be notified at least two weeks prior to the seminar
date, and your payment will be refunded.

Seminar provider is not responsible for losses due to cancellation including
losses and penalties on advanced or non-refundable airfares.

In all circumstances, seminar provider's liability shall be limited to fees
received.